Assigning employees to a Client Service Team (CST) helps your firm manage client communication and responsibilities more efficiently.
Each Account can have up to 5 CST members.
What Does the CST Do?
CST members receive Alerts when:
A file is uploaded to the Account
A client updates their profile (e.g., phone number, address)
A client adds a custom message when uploading a file (this appears in the CST’s Inbox)
If no CST is assigned, Alerts go to the Default Message Recipient.
CST Messaging Restriction (Optional)
You can restrict clients so they can only message members of their Account’s CST. This is helpful for larger firms.
How it works:
If a Contact is linked to an Account with a CST, their message recipient list is limited to CST members
If no CST is assigned or the Contact isn’t linked to an Account, there’s no restriction
To enable this setting, please contact Liscio Support.
Ways to Assign CST Members
Assign by Account
Go to the Accounts page
Select an Account
Open the Details tab
Select the plus (+) icon next to Client Service Team
Choose the employees you want to assign
Hover over a CST member’s profile icon to view their contact info or remove them
Assign by Employee (Admins Only)
Select the three dots (bottom-left corner)
Go to Admin → Users → Employees
Hover over the employee’s name and select the headphones icon
On the Assigned Accounts page, select +Assign Accounts (top-right)
Choose one or more Accounts to add this employee to their CST
Assign in Bulk (Admins Only)
Go to the Accounts page
Select the download icon (top-right) to export the Accounts report
Open the file and find the customer_service_team column
Add or update CST members for each Account
Save the file and send it to Liscio Support
How to Remove CST Members
From an Account:
Go to the Accounts page
Search for and open the Account
Hover over the CST member’s icon
Select Remove
By Employee (Admins Only):
Select the three dots (bottom-left corner)
Go to Admin → Users → Employees
Hover over the employee and select the headphones icon
Select the X next to any Account to remove them from that CST
Note: Employees/admins are removed from Client Service Teams if they are deactivated.